First Republic Bank

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Contact Center Manager, Consumer Services

Contact Center Manager, Consumer Services

ID 
2017-5280
Job Locations 
US-CA-San Francisco
Category 
Deposit Services

More information about this job

Overview

First Republic is an ultra-high-touch bank that provides an extraordinary client experience. We believe that creating one-on-one interactions builds lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. We are dedicated to building trust and financial security for our clients. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business. We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work to move quickly and as a collaborative team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you.

 

The Contact Center  Manager in Consumer Services will be responsible for providing high quality client customer service through the daily management of employees, including, but not limited to, monitoring the workflow and call volume, as well as, team member hiring, motivating, coaching, and training. Handling escalated issues from agents or as they are reported and ensuring that cases are managed properly and in a timely manner. Primary focus on ensuring that our standard of high quality customer service is delivered by the team and ensuring Service Levels are met and Call Quality scores are exceeding expectations as set by management.

Responsibilities

  • Provide high quality client service in a contact center setting, by being actively present and available to directly support the teams.
  • Passionate about delivering a Service-Oriented Culture and embrace the First Republic Bank core values.
  • Cultivating a positive and supportive culture within our contact centers.
  • Identify opportunities for process improvements and create actionable solutions.
  • Successful delivery of service level standards. Analyze key performance indicators daily. Identify conditions that are impacting service levels to determine solutions in a timely manner. 
  • Partner with site leadership to deliver a quality coaching culture, which results in high performance and growth.
  • Regularly delivers performance reviews based on statistical performance, coaching and counseling for each team member.
  • Inspect Performance reviews and Coaching Journal to ensure coaching feedback is properly communicated and documented.
  • Address disciplinary and/or performance issues according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
  • Regularly offers team member recognition with fun and engaging activities.
  • Ensures compliance with the applicable Bank, federal, state laws and regulations to minimize risk exposure.
  • Monitors and audits policy exceptions related to risk management issues.  Communicates with management regarding the control and management of risk within a specific team or the department.
  • Responsible for expediently resolving service complaints, coordinating with various bank departments in the identification and resolution of operational problems. Escalate when necessary.
  • Influences strong adherence to company/departmental policies, guidelines and procedures across all operations activities.
  • Use appropriate judgment in upward communication regarding department or employee concerns.  
  • Assess training needs and resources. Work with Training department to schedule classes as needed.
  • Manage staffing needs and attrition. Participate in recruiting and hiring process.
  • Lead on-going initiatives that are important to area/process improvement.
  • Thorough knowledge of operational policies, procedures and practices.

Qualifications

  • Typically requires 7+ years of contact center management, customer service or equivalent experience.
  • Must enjoy working with people, be able to work in a team environment efficiently, and possess good organization and prioritization skills.
  • Proven leadership experience with the ability to develop strong relationships based on mutual trust and respect.
  • Ability to maintain professionalism by demonstrating strong emotional intelligence.
  • Must be able to demonstrate a high level of experience in behaviors based coaching.
  • Ability to efficiently analyze and resolve complex client escalation issues.
  • Must be highly skilled and experienced in coaching, developing and training the following areas; quality assurance, call flow, soft skills, compliance and regulations.
  • Ability to react and respond to critical demands of the department, prioritizing and performing multiple tasks on a regular basis.
  • Must be flexible with work schedule.
  • Must have strong typing skills with good working knowledge of Microsoft applications.
  • Ability to interact within all areas of our business.
  • Detail oriented, possessing excellent written and verbal communication skills
  • Some travel may be required.

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